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Supervisor Traffic/Workforce - US Telecommute - Full-time / Part-time
| Hours | Full-time, Part-time |
|---|---|
| Location | Hartford, CT Hartford, Connecticut |
About this job
Traffic/Workforce Supervisors are responsible for all scheduling, monitoring and adjusting. Responsible for determining and communicating work schedules, resources for business units. Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring.
Positions in this function are responsible for all scheduling, and adjusting. Responsible for determining and communicating work schedules, resources for various business units. Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring.
Purpose of Job:
To effectively plan for, and direct, the right people to be in the right place at the right time. Successfully schedule appropriately skilled resources to process multiple work types/transactions to meet the required service levels, such as TAT rate, Average TAT, DOH. Effective data analysis, detection, and communication of trends, anomalies, and root cause of variance. Development and execution of inventory management solutions to positively react to performance that is, or may be trending toward being, out of control. Effective communication with Workforce Planning and Operations to provide the daily plan/strategy to Operations. Intra-day management of Operations through data analysis to consider volumes and aged completion commitments against capacity to identify if roadblocks or bottlenecks are in existence. Immediate reaction to these situations through collaboration with Operations team leaders and other Workforce Management partners. Maintain and execute on the Workforce Vision of “Enabling UnitedHealth Group Operations to become a Competitive Advantage for our company.”
Primary Responsibilities:
- Conduct data analysis using workforce management software, inventory reporting, and performance applications to:
- Interpret current state inventory, receipts, completions, DOH, TAT and aging against the capacity forecast and the required Key Performance Metrics (KPI’s)/service levels
- Understand the current performance factors of utilization, efficiency, and VPH for each work type
- Set the daily inventory management plan to ensure each Operations team member has the appropriate work type and volume provided to them while also ensuring the most effect strategy is used to meet service levels
- Analyze daily, weekly, and monthly performance to detect trend and outlier concerns negatively impacting, or with the potential to negatively impact, Operations’ ability to meet their inventory and service levels
- Effectively communicate with multiple levels, from peers to director level positions, both verbally and in writing regarding such matters as:
- Daily work direction and production expectations
- Current status of daily inventory performance against service targets and any issues/concerns around meeting service levels, e.g. performance factors, inventory mix, process gaps, system issues, or education/skill concerns
- Action plans for remediation
- Performance reviews/explanations with Operations leaders
- Apply an understanding of the technical and business solutions to optimize daily work direction, constructively offer suggestions around staffing forecasts, and identify and provide possible solutions for performance, system, process or skills issues whether in planning process or intra-day management.
- Manage intra-day staffing levels aligned with multiple work queues and determine the most effective methods for staffing adjustments.
- Support the preparation and maintenance of reports, dashboards and monthly packages relating to inventory and production levels, aging of inventory, and effectiveness of performance.
- Provide training on tools, reports, dashboards, and processes to team members and management as needed.
- Drive innovation and process improvement within Workforce Management.
- High School Diploma/GED
- Must be available to work a flexible schedule as needed, including early hours, weekends, and holidays
- 1+ year working in a call center or back-office environment, within a Workforce setting
- General understanding of back-office transaction tracking applications (e.g. TNOC, OMEGA, MyMetrics), call center systems telecom hardware (e.g., PBX, ACD, IVR), or scheduling applications (e.g. IEX)
- Experience working with Microsoft Excel with the ability to create spreadsheets and perform VLOOKUPs, pivot tables, and formulas with proven experience in creating ad hoc reports, manipulating multiple large data sets, etc.
- 1+ year experience leading a team, initiatives, or projects
- Associates Degree or higher
- Experience with Access, Tableau, Visio, with experience in creating process flows
- Experience in the Healthcare Industry with products and service
- Proven excellent analytical and problem solving skills
- Excellent verbal and written communication skills, including proven ability to effectively communicate data and trend analysis, work direction, concerns regarding performance, action plans, solutions and opportunity
- Adaptable and able to quickly move with change while maintaining a positive attitude
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SM
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Keywords: Unitedhealthcare, supervisor, traffic, workforce, UnitedHealth Group, UHC, scheduling, workforce management, call center, back office, tracking, leader, lead
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